Paula: Below appears of our email to you on 7/19/16, which was also part of our review response. Note that the end clearly states that you are invited to call when returning to the island so we could provide you with dinner with our compliments. There was no voucher to follow. Steve Nelson CEO and GM __________________________________________________ Dear Paula: Thank you for taking time to discuss your experience with me and Gina. Per our discussion, our published policy is that it's right, we will make it right, or it is with our compliments. As we guarantee the satisfaction of our customers, we maintain logging and measurement systems in order to assure that our staff perform to the metrics by which we measure ourselves, and our customers measure us. There were a few things in your email and our discussion which we wanted to check against our logs before giving you written response. Thank you for the day to do so. We appreciate your acknowledgement last evening that your party arrived 20 minutes late for your 7:30PM reservation without giving us any notification you were running late. For better or worse, a call ahead this late for your reservation would have only assured we could save the table which had been set for your party of five. Our processes are set up to seat no more than 8 guests per 15 minute increment. By so managing the seating of guests, we can guarantee the flow of order tickets into our kitchen. As we did not hear from you, your table of five was reset for a party of four waitlisted at our bar. Therefore, when you arrived at 7:50PM, we had to reset another table for you, and seated you at 8PM. A party of 15 was seated just before you. As they arrived on time for their 8PM reservation, your orders went in behind theirs. While our staff worked very hard to get your orders through the process as quickly as possible, as discussed that evening by the hostess who seated you, your delay in arrival without notification would push your service time close to the usual two hours we allocate for a three course waterfront dining experience. You indicated in our discussion that your wait for each of your items was extensive, and that no servers cleared dishes from each course for half an hour or more. When we added up the timelines you listed in our conversation, it totaled almost three hours. Please find attached your actual charge slip, dated 7/8/16 and timestamped for 9:56PM. In short,you seated at 8PM, 1/2 an hour later than your scheduled reservation. Your check was closed out to your credit card at 9:56PM. Your meal service time for all three courses you confirmed as received was under two hours, including time between check presentation and closure. The delay in seating and lack of contact to us was wholly unrelated to any action on our part. Despite your late arrival and seating just after a large party who arrived on time for their reservation, our staff strove to provide for you the timeline for full service we promise to our guests. Based on empirical documentation, the timelines are quite different than those represented in your email or in our discussion. We hope this communication, documentation, and time invested listening to the issue represented your request for a refund under our customer satisfaction policy lays the matter to rest. We do nonetheless want to close this interaction with us on a positive note. Please let me know when you are returning to the island so we can invite you back as a party of two as our guest. While your meal will be with our compliments, please be sure to tip your server. Please call me at 252-995-7013 with any questions or to review the documentation. Regards, Steve Nelson, CEO and General Manager The Inn on Pamlico Sound A Boutique Hotel on the Water